social media ^crisis management
DESCRIPTION
Social media crises are handled poorly by and large. Businesses are quite surprised when they find their "Social Media Management Policy" has failed to stop a crisis and then have no idea how to react. It is true that social media (including social networks, such as Facebook and Twitter, as well as forums and review sites incorporating social feedback, such as Trip Advisor) present new threats to businesses by enabling any individual to post harmful information which could quickly 'go viral'. However these new threats are no different to other business threats, in that they can be effectively handled using well established risk management techniques. In this presentation we walk through some of the threat scenarios presented by social media then outline a framework for managing the threats. Read full article here: http://boomtasticapps.com/414-social-media-crisis-managementTRANSCRIPT
boomtasticapps you dream it. we build it. app development
Social Media Management ^
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
4,570,953 Likes
216,205 Followers
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
416,874 Likes Page managed 9am-5pm Mon-Fri
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
1,733,637 Followers
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
“It is better to be looked over than to be overlooked” - Mae West
boomtasticapps you dream it. we build it. app development
Facebook: 665 million active daily users 1.1 billion active monthly users
Twitter: Over 500 million accounts Over 20,000 Tweets per minute 1 Billion Tweets every 5 days
Sources: statisticbrain.com Facebook Q1 2013 Earnings
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
Burger King’s Twitter Account
Before the hack: 80 thousand followers
Within one hour: 116 thousand followers
Seven months later: 344 thousand followers
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
Seriously though… Don't Panic Anyone who hypes is selling you something
Simply an extension to Risk Management Even viral stories lose momentum
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
Social Media Policy: Who is authorised to post Consequences of a breach ... each situation is unique Useless unless can be enforced
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
Risk Management Crisis Management Team: 1. Plan 2. Mitigate Risks 3. Act on Mishaps 4. Reassess
boomtasticapps you dream it. we build it. app development
Impact
High Reduce Reduce Reject
Medium Accept Reduce Reduce
Low Accept Accept Reduce
Low Medium High
Probability
ALARP: As Low As Reasonably Practicable
boomtasticapps you dream it. we build it. app development
Impact
High Reduce Reduce Reject
Medium Accept Reduce Reduce
Low Accept Accept Reduce
Low Medium High
Probability
Reduce Impact
Reduce Impact and / or Probability
Reduce Probability
boomtasticapps you dream it. we build it. app development
Sample Mitigations Training / Awareness Grievance procedures Sharing information
Impact to business and jobs Gain supporters in/outside
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
Monitor Automated Google alerts Social Media search sites – socialmention.com – whostalkin.com – wheretweeting.com
boomtasticapps you dream it. we build it. app development
Act Reaction time based on popularity
Triage: – No way out: make comfortable – Will get better on its own: leave – Will get better with help: address!
boomtasticapps you dream it. we build it. app development
Act: Repeat until settled: 1. Join the conversation. Often. – Empathise / Update – Do not defend – Do not attack
2. Address the problem! See it as an Opportunity!
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
Did you get it right: The Plan? The Team? The Risks? The Mitigations? The Monitoring? The Actions?
Adjust and Repeat!
boomtasticapps you dream it. we build it. app development
boomtasticapps you dream it. we build it. app development
Extension of your Risk Management Plan – Mitigate – Monitor – Act – Reassess
Educate, don’t dictate Don’t panic – opportunity to win customers
boomtasticapps you dream it. we build it. app development